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time type
Full time
posted on
Posted 4 Days Ago
job requisition id
R0019732
inHANCE is seeking a qualified individual with a strong technical background to join their customer support team. As a Support Specialist/Analyst you will be responsible for providing technical support via the phone and Webex for our customer CIS software.
This remote role welcomes candidates anywhere in the US and Canada.
What your impact will be:
Respond to support requests regarding software, hardware, or network operation to resolve issues when possible, or escalate tickets
Troubleshoot and resolve product issues reported by clients within the timeframe outlined in service agreements
Interact with clients to provide and process information in response to inquiries, concerns, and requests with products and services.
Log and document all support requests in the CRM
Work closely with Research and development to communicate and facilitate resolution of custom work requests, manage bug fixes and software enhancements
Rollout software upgrades quarterly
Creating Knowledge Base Articles, improve processes when needed and adhere to CS guidelines
What we are looking for:
1-2 years customer service experience in a technical environment desired
Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment
Excellent verbal and written communication skills
Outstanding customer service and organizational skills
Exceptional analytical, troubleshooting and problem-solving skills
Positive, results oriented mindset
Ability to multi-task effectively and to consistently meet assigned deadlines
Self-starter with ability to work well independently and in groups
Ability to speak comfortably in front of a group of customers
What we offer:
A competitive compensation package
A casual remote work environment
Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
Paid Vacation